CX Education Specialist

ABOUT THIS POSITION

As Customer Experience (CX) Education Specialist, you’ll be part educator and part instructional designer supporting the onboarding needs of our new Customer Experience Agents and the continued improvement of our existing team of agents. 

Reporting to the Supervisor, CX Education, you will play an important role in welcoming new CX Agents to the team, onboarding agents throughout their first few weeks on the job, and setting new hires up for long term success by ensuring they have the support needed to get up to speed quickly and feel integrated into the team. You’ll partner with the CX Team to create, revise, and/or maintain an innovative, efficient training curriculum with strong evaluation tools to ensure trainees are progressing successfully through the on-boarding process. You will also work with Support Agents on up-training, cross-training, or remediation of skills, with a focus on keeping learning fun and energized. 

WHAT YOU’LL DO

• Deliver onboarding, on the job coaching and support training, cross-training, and up-training agents across different brands and verticals at every support level.
• Apply best practices and different learning and training methods to create a learning environment suitable for all learners.
• Monitor and evaluate agent performance during all levels of training through agent production.
• Inform CX managers of trainee progress and gaps in knowledge.
• Work closely with management to determine training, growth, and quality initiatives based on audit findings.
• Analyze current training effectiveness (e.g., through homework, activities, assessments) to ensure comprehension, adapt training materials, and evaluate additional training needs.
• Collect evaluation results and maintain employee training records to track training needs and areas for training enhancement.

WHAT YOU’LL NEED

• 2+ years relevant experience.
• Engaging presentation skills and the ability to keep a room upbeat and lively even when the topics might not be.
• Ability to gather and analyze data in order to identify areas of opportunity and propose improvements.
• Flexibility to manage last minute training requests or changes.
• Clear and effective communication skills and the ability to understand potentially complex situations to effectively handle escalated customer needs.
• Comfort to fly solo and work independently on training projects and initiatives and the ability to seek out knowledge or feedback when needed.
• Critical-thinking, problem-solving skills, initiative, and self-awareness; if you see a problem, you don’t wait for others to notice; you know a good idea when you see one and know how to take charge and run with it.
• Ability to talk through challenges, brainstorm solutions, figure out next steps, and give and receive constructive feedback, while leading by example and inspiring team members to realize their full potential.

BONUS POINTS

• Experience creating presentations and facilitating educational experiences
• Experience in a startup company
• Experience in a call center or customer support
• Experience with remote or online education

ABOUT ACEABLE

Aceable is a mobile education platform designed to create affordable, engaging, and convenient online courses available across mobile devices. Built by former teachers, NASA engineers, and those passionate about education, our team is obsessed with helping people reach their life goals and milestones through online certification. 

After launching our first mobile app to provide accredited driver's ed courses, Aceable expanded into real estate education and most recently entered into healthcare education. Aceable serves hundreds of thousands of students per month, but we need your help to tackle our vision of serving millions of students per month! 

Aceable has been awarded as one of the Best Places to Work in Austin for multiple years running by numerous entities, such as the Austin Business Journal, BuiltInAustin, and EqualOcean. We actively work to foster a creative, collaborative, and diverse culture whose overall mission is to impact as many student-lives as possible. 

ABOUT THE CUSTOMER EXPERIENCE TEAM

The Aceable Customer Experience Team is the first point of contact for our students. We are a creative, problem-solving, and results-driven team who deliver excellent customer service through thorough and clear resolutions for every student. We have a passion for pursuing growth through training, coaching, and learning new skills.

ACEABLE PERKS

• Join one of Austin's Best Places to Work in 2022
• Competitive total rewards (base salary + bonus/stock options, if applicable)
• 401k match
• Robust medical, dental, and vision benefits 
• Generous paid time off programs + 19 paid holidays per year
• Flexible work schedule
• Wellness programs
• Our own space on the top floor of a downtown Austin building with free parking
• Weekly in-office lunch, a fully stocked fridge, and plentiful snacks
• Company events and activities (holiday events, happy hours, volunteering)
• #PursueGrowth Reimbursement ($500 per year for full-time employees)
• Free Roadside Assistance subscription
• Passionate teammates excited to help you succeed and learn
• NOTE: Our team is currently working in a hybrid work environment with flexibility to work in office or remote based on role/department

At Aceable we celebrate and support all differences. Aceable is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital, disability, and veteran status. Even if you don't think you meet every qualification listed, we'd love to review your application!

Aceable is able to hire in the following states: California, Colorado, Massachusetts, Mississippi, Nebraska, New Jersey, North Carolina, Texas, Utah, and Washington.

Compensation: $36,800-46,000 USD